Associate Manager

7 months ago

Hyderabad, India GMR Group Full time
JOB PURPOSE

The Manager, Quality Service Delivery reports to the Head, Ground Transportation & Estate Management (GT& EM) and is responsible for developing, managing and monitoring the quality of service to the customers of GT& EM. Responsible for the end-to-end Customer Relation Management. Shall be responsible for customer engagement initiatives and develops innovative approaches to improve the customer satisfaction measurement that create improved value for the organization, develop customer-centric approach.  The Manager, QSD & CRM shall ensure that the KPI’s for the Passenger / Customer Feedback System are met and work towards improving the timely redressal of all the passenger grievances & closure of all passenger complaints by working closely with the various internal and external stakeholders.  He / She shall conduct training programs for internal and external stakeholders (drivers, PSA’s, Parking Attendants, RTC Traffic Assistants) in coordination with Associate General Manager, Ground transportation to bring about customer centric  culture.

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